Complaints procedure

The Foundation is committed to providing a quality service and achieving the highest standards of conduct.

If you are dissatisfied with the conduct, standard of service, actions or lack of action by The London Community Foundation (LCF) then you are welcome to make a complaint. We deal with complaints through a simple two-stage procedure.

We aim to ensure that

  • Making a complaint is as straightforward as possible;
  • We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response;
  • We treat it seriously whether it is made in person, by telephone, by letter, or by e-mail;
  • We deal with it promptly and politely;
  • We respond in the right way - for example, with an explanation, or an apology where we have made mistakes, or information on any action taken etc;
  • We learn from complaints and use them to improve our service.

Please note that grant award decisions are final and will not be revisited or overturned.

This policy, therefore, relates to expressions of dissatisfaction about the quality or nature of all our services.

Complaints about organisations that we have funded

Please note that if you are complaining about an organisation receiving funding from LCF, please complain directly to the organisation concerned.

How to make a complaint

If you have a problem you would like to discuss, we are happy to speak to you over the telephone (020 7582 5117). We would recommend that in the first instance you liaise with the member of staff you have been dealing with. They will try to sort out the problem as quickly as possible – mistakes and misunderstandings can often be sorted out immediately.

If, however, you would like to make a formal complaint, this must be done in writing to complaints@londoncf.org.uk and we will direct your complaint to the relevant person.

If you have additional requirements which we can assist with to make your complaint process easier (for example, large print documents or emails), please advise when making the complaint and we will do our best to support you with this.

To make a formal complaint, you will need to provide your full name, organisation name (if applicable) and full contact details. Please also provide as much background as possible in order for us to understand your position fully.

Timelines

We will send you an acknowledgement within 5 working days advising you as to who is dealing with your complaint and when you may expect a more detailed response. You will receive a final response to your complaint within 15 working days of the acknowledgement email. If we cannot give a full response in this time, we will tell you why and when you are likely to receive it.